The Client Cancellation Follow-Up and Exit Survey Campaign is a dual-flow process designed to verify a client’s departure and collect feedback on their cancellation experience. The first flow is triggered by the cancellation of the last active policy on the client’s account. This initiates an internal inquiry to confirm whether the client has transferred to another account or fully exited. If the account manager confirms the client has indeed left, they trigger the second campaign, which sends a farewell email along with an exit survey.

Workflow Structure:
Cancellation Trigger and Verification:
When the client’s last policy on the account is canceled and no other active policies remain, the system triggers an internal notification to the account manager. This prompts the account manager to verify if the client has transferred to another account (such as a personal lines account) or if they have fully left.

Account Manager Follow-Up:
The account manager checks if the client is still with the brokerage under a different account. If the client has left, the account manager activates the next step by using a specific activity code to trigger the exit survey campaign.

Farewell and Exit Survey Campaign:
The “Sorry to See You Go” email is then sent to the client, thanking them for their time with the brokerage and inviting them to complete a brief exit survey. This message expresses appreciation and provides an easy way for clients to give feedback, helping the brokerage understand their reasons for leaving and identify potential areas for improvement.

The Client Cancellation Follow-Up and Exit Survey Campaign ensures a respectful and organized process for verifying client cancellations, providing a warm farewell, and gathering feedback to support continuous improvement and potentially rekindle the relationship in the future.